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1 800 Flowers - Undercover Boss Draws Wrong Conclusions
The latest episode of Undercover Boss was for 1-800-Flowers. Jim McCann (founder and CEO) and Chris McCann (President and COO) are brothers and seem to treat each other in that older brother-younger brother dynamic. This episode takes us on a journey through flower shops and a candy factory. Chris McCann’s visit to the candy plant was the most revealing. I’ve watched contact centers try to co....more |
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Author: Tripp Babbitt Tags: contact center | call center | management |
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Service-Level Targets: One Size Doesn’t Fit All
Throughout my years managing call centers and global service operations, there has been ongoing debate over service-level targets. Some propose a “gold standard” in setting service level targets. However, recent research indicates that service levels must be established based on specific business needs and customer requirements for the call center: What happens on the call is more important than....more |
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Author: Andrea Ayers Tags: Andrea Ayers | convergys | call center representative |
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In the call center industry (mainly health care and wellness) what is the common service level measu
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service level measurements
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Straight Talk with Call Center Extraordinaire Art Hall
Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast, |
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Author: Blake Landau Tags: voc | voe | quality measurements |
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Does A Slow Growth Economy Affect Service Levels?
Several months ago a friend sent me an article with the headline, “Providing good service is the key to surviving the down economy.” I have seen similar headlines in articles, blog postings and on-line discussions repeatedly since the start of the recession, all claiming that a bad economy threatens service levels, and that we must remain focused on serving our customers, now more than e....more |
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Author: Peter Gurney Tags: service | service levels | service delivery |
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